Contact Center Business Analyst

This is a fully remote position, open to applicants in Washington.

📋 Description

• Facilitate the gathering of requirements

• Conduct workshops with clients

• Develop Business Requirements Documents (BRDs) and Functional Requirements Documents (FRDs)

• Execute process mapping activities

• Assist in User Acceptance Testing (UAT)

• Serve as a liaison between business and technical teams

• Oversee modernization projects for contact centers, involving the migration from Avaya/Cisco to Genesys Cloud CX, which includes IVR, IVA, Voice AI, routing, reporting, and integrations

⛳️ Requirements

• Candidates must be authorized to work for ANY employer in the U.S.

• A minimum of 5 years of experience as a Business Analyst

• Proficiency in Business Analysis (BRD, FRD, User Stories, Process Flows)

• Familiarity with Genesys Cloud CX

• Experience in the Contact Center domain

• Understanding of IVR / IVA / Conversational AI

• Skills in client and stakeholder management

• Experience with Agile delivery methodologies

• Excellent communication and documentation abilities

• Preferred: Experience with migration from Avaya/Cisco to Genesys

• Preferred: Exposure to AI tools and automation projects

🏝️ Benefits

• Comprehensive health benefits

• Flexible working hours

• Opportunities for professional development

• Collaborative work environment